Loan account not under debt review but got legal letters

I've sent emails since july to make payment arrangement on my loan account. This account was not under debt review. So now they sending me legal letters saying they will take the next step. They know how to send an letter through email but they are not replying on my emails. The debt review dept told me the loan is under debt review but it was NEVER on debt review because it is a new account. Please assist urgently. Contact no. ***